Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and provide support for a portfolio of dealer accounts

• Track account performance and pinpoint potential issues

• Collaborate with cross-functional teams to implement solutions

• Enhance dealer engagement, enrollments, and overall participation

• Manage the processing of enrollments, activations, cancellations, buy/sell activities, and program modifications

• Create, oversee, and update Salesforce cases

• Supervise customer support tickets and escalations, ensuring timely resolutions

• Maintain precise customer, dealer, and program data

• Assist with data validation and review records for accuracy and completeness

• Resolve program connections and integrations issues and escalate when necessary

• Engage in internal and external meetings, providing updates as needed

• Communicate essential information, updates, and process modifications to team members

• Collaborate with Partner Managers, Dealers, Vendors, Field Teams, and internal departments

• Aid in data audits and reporting tasks

• Monitor inboxes, queues, and case assignments

• Keep detailed records of customer interactions, resolutions, and follow-up activities

• Adhere to established processes and identify opportunities for process improvement

• Assist with customer onboarding, activation tracking, and stakeholder coordination

⛳️ Requirements

• High School Diploma or equivalent

• Demonstrated experience in customer support and success

• Experience in the automotive digital sector is preferred

• Exceptional verbal and written communication abilities

• Practical experience with Salesforce CRM is preferred

• Advanced skills in Excel and Microsoft Office applications

• Capacity to work independently in a full-time, remote, work-from-home setting with a flexible schedule

• Candidates must have legal authorization to work in the country where employment is offered

• JD Power does not offer employment sponsorship for this position

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Disability insurance

• Life insurance

• Retirement savings programs

• Paid time off

• Wellness programs

• Flexible work arrangements

• Opportunities for learning and development

• Remote work-from-home environment

• Flexible schedule